We are using this very cool system called Request Tracker from fsck.com.

There is a small problem as you may be able to discern from the headers on the mail you receive.

The problem:

If a user creates a ticket, as I have here, then attempts to reply to that ticket (as a queue manipulator) no reply is actually sent. The reason seems to be that there is no To: header in the packet sent to sendmail.

As well, I find it quite odd that in my /var/log/maillog I get the interesting error:

>> And so i says to him|her.. > Greetings rt-devel, > > We are using this very cool system called Request Tracker from fsck.com. > > There is a small problem as you may be able to discern from the headers on > the mail you receive. > > The problem: > > If a user creates a ticket, as I have here, then attempts to reply to that > ticket (as a queue manipulator) no reply is actually sent. The reason seems > to be that there is no To: header in the packet sent to sendmail. > > As well, I find it quite odd that in my /var/log/maillog I get the > interesting error: > > Aug 4 15:04:19 myhost sendmail[1580]: gethostbyaddr(172.16.78.1) failed: 1

That is a sendmail problem. It can't to a reverse lookup on that address, certainly not a problem with RT.

You need to put in a PTR mapping in your DNS for that address, failing that you can create your own local mapping in /etc/hosts.

There is no To: header in responses that are to be sent back to the originator of the email if the person handling the request is the same person.

Something in the RT system is failing, generating some sort of error (numeric or something) which is then being fed to a system call like ntoa() which is making interpretations of its own, which then get sent to sendmail. I haven't had time to look REAL hard at the source code for this but included the bit about the sendmail error in hopes that someone close to the code would get an idea about where to look...

I've done an exhaustive search on my system for the string 172.16.87.1 and cannot find it anywhere. Not in my configurations, not in the binary code of sendmail or libraries or anything else.

Nor do I have any systems in house that use that particular address.

The problem is most definitely NOT sendmail, it is simply attempting to do its job with what it is being passed in from the RT system.

Thanks for your thoughts though,

Regards,

Tony Plastino

: -----Original Message----- : From: Michael via RT [mailto:helpdesk [at] esociety] : Sent: Monday, August 07, 2000 9:01 AM : To: anthonyp [at] esociety : Subject: [esociety.com #20] (helpdesk) Testing... Looking for odd : behaviour : : : >> And so i says to him|her.. : > Greetings rt-devel, : > : > We are using this very cool system called Request Tracker : from fsck.com. : > : > There is a small problem as you may be able to discern from : the headers on : > the mail you receive. : > : > The problem: : > : > If a user creates a ticket, as I have here, then attempts : to reply to that : > ticket (as a queue manipulator) no reply is actually sent. : The reason seems : > to be that there is no To: header in the packet sent to sendmail. : > : > As well, I find it quite odd that in my /var/log/maillog I get the : > interesting error: : > : > Aug 4 15:04:19 myhost sendmail[1580]: : gethostbyaddr(172.16.78.1) failed: 1 : : That is a sendmail problem. It can't to a reverse lookup on that : address, certainly not a problem with RT. : : You need to put in a PTR mapping in your DNS for that address, : failing that you can create your own local mapping in /etc/hosts. : : : : _Michael. : : : -- : Michael Jastremski Chief Pickle : Keeper of Systems. Megaglobal Corp : Liquidation.com http://megaglobal.com: http://liquidation.comhttp://westphila.net/mike